Mortgage and Protection Processor

Location: Wemyss Place or Morningside Road, Edinburgh (office-based with the option of hybrid working)
Hours per week: 37.5 hours
Hours of work: Monday to Friday (09:00 - 17:30)In your role as a Mortgage & Protection Processor, you'll be responsible for contributing to an exceptional customer experience for all our clients.
  
You'll provide full administrative support to the Mortgage & Protection Advisors by managing client cases. This will involve duties such as collecting documents for mortgage applications, submitting applications, uploading documents, updating client information, and ensuring that cases are fully packaged to meet compliance requirements.
 
You'll book in mortgage appointments and also get the opportunity to self-generate protection sales such as building and contents insurance.This is an ideal role for someone with experience in financial/professional services administration who can navigate their way around systems with ease. You'll be process-driven with high attention to detail and be able to work at pace, without compromising on quality.
 
You'll show confidence in interacting with clients over the phone and via email, communicating information clearly, and using facts when objection handling.
 
As well as being customer-focused, you'll demonstrate strong skills in collaboration, communication, problem-solving, planning and organising. Bringing a positive mindset to everything you do; you'll strive to go above and beyond and be self-motivated to deliver great service to clients.

• Building positive relationships with clients through regular phone and email contact
• Assessing a customer's situation through open and honest conversations, where you'll have the confidence to question and handle objections
• Gathering client feedback and reviews
• Ensuring the accuracy of data input and updates into the MIDAS database
• Full case management of applications
• Understanding regulatory requirements, including Anti-Money Laundering and Data Protection, and ensuring these are met
• Identifying any potentially fraudulent activity and escalating any concerns

• Proven experience in a similar role within financial or professional services
• Proficient in the use of IT systems including MS Teams, Word, Excel and Outlook
• Prior experience of MIDAS (desirable) or a comparable database
• Understanding of the mortgage process and AML

• Customer Focus
• Communication
• Collaboration
• Problem Solving & Innovation
• Planning & Organising
• Positive Mindset